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Providence Health & Services Senior Incident Commander PSJH in Redmond, Washington


Providence St. Joseph Health is calling a Senior Incident Commander PSJH to our location in Redmond, WA; Seattle, WA or Irvine, CA. *other locations within the Providence footprint considered

We are seeking a Senior Incident Commander PSJH who will be accountable for leading, coordinating and orchestrating major incident response activities and facilitate post-incident reviews. The successful candidate will have a demonstrated track record of success as an Incident Commander and practical familiarity with key enterprise-scale technologies. Must be adept at communicating effectively under pressure to diverse audiences, both as a bridge leader and as the principle facilitator for stakeholder communication about major incidents. Must be able to demonstrate proficiency at troubleshooting under conditions of limited information and, leading RCA discussions, and analyzing data.

This is a high-visibility service assurance role which works collaboratively with service Owners and Individual contributors across IS and its partners to provide highly available, secure, and reliable infrastructure services

In this position you will have the following responsibilities:

  • Ensure continuous operation of critical enterprise systems for PSJH by maintaining a cross-discipline view of service activity (e.g., changes, incidents, impairments) in order to more closely align the teams' disparate activities. Primary responsibility is to ensure the highest quality of PSJH incident management execution and serves as the overall owner of incident management and recovery operations.

  • As a member of the IS Operations team, participates fully in the ownership of issues and incidents managed by the IS Operations team as well as the after-actions and Root Cause Analysis process.

  • Manage the continuous improvement of the Incident Management function.

  • Ensure the swift and measured incident resolution is executed with urgency with an overall focus on returning the caregivers and their applications back to service.

  • Create awareness and manages to completion those issues that are not yet incidents but might become incidents in the future, impacting critical PSJH systems.

  • Ensure that scheduled changes are not in conflict and that their impacts are fully understood across the various technical teams and functional leaders inside and outside of IS.

  • Maintain currency on information technology in general and accountable disciplines in particular. Continually evaluates the effectiveness of current strategies, technology and standards, and processes, recommending enhancements and modifications through established collaboration mechanisms.

  • Develop and implement appropriate service delivery models for core functionalities where the IS organization is a trusted adviser in defining, delivering, and improving services for the enterprise and its customers.

  • Working with IS leaders across PSJH, participates in defining service models and reporting mechanisms for multiple technology and service disciplines as a part of overall PSJH IS service design. Contributes to the design, implementation, and execution of departmental Service Level Agreements, Operating Level Agreements, and associated KPIs.

  • Assist in monitoring compliance with policies and procedures for communications, consistent with overall strategy and standards, throughout PSJH.

  • Develop and negotiate preferred information technology vendor contracts and manages key vendor relationships.

  • Serve as Sponsor and/or Owner, as appropriate, for technology projects and initiatives within areas of accountability.

  • Be meticulous in executing defined administrative practices – budgeting, financial management, personnel management, compliance, mission, and other defined areas.

  • In all activities, the incumbent treats all others with respect and demonstrates excellence, justice and compassion in daily work.

  • Maintain the strict confidentiality of all information, including financial/operational, employee/human resource, healthcare/patient data and information.

  • Partner with the entire IS team for disaster recovery architecture, projects, and policies and participates in disaster drills.


Required qualifications for this position include:

  • Bachelor's Degree Computer Science, Business Management, or Information Services or equivalent education/experience.

  • 5 years Information Services technical experience in leading IS infrastructure operations teams through incident response and service restoration activities.

  • 4 years complex problem management.

  • Experience in the operations of highly available IT systems and infrastructure.

  • Experience in incident management/command.

  • Experience in Problem Management and Root Cause Analysis.

Preferred qualifications for this position include:

  • Current Experience as an Enterprise Incident Manager

  • 10 years overall IS Operations experience in a large enterprise-scale environment.

  • Technical and IS Service Management certifications

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Analytics/Business Intelligence

Location: California-Irvine

Other Location(s): Washington-Seattle, Washington-Redmond

Req ID: 314852